RAFAEL G. ROBLES

*** **** ******

West Chicago, IL 60185

630-***-****

acdt4w@r.postjobfree.com

SUMMARY

An energetic, flexible, and organized team player with an

aptitude for providing effective customer

service. Possesses an excellent work ethic with the ability to

interact with clients by telephone

by utilizing good listening, written and verbal communication

skills.

TECHNICAL SKILLS

Able to type 65 words per minute and 11,000 key strokes per

hour. Intermediate knowledge in

Microsoft Windows Operating Systems and Micrsoft Office

products (Word/Excel).

Bilingual in English and Spanish. Basic understanding of

networking concepts & Help Desk support.

EXPERIENCE

J.T. Mac Transportation, Plainfield, IL

2005-2006

Dispatcher

. Responsible for brokering freight, third party logistics,

dispatching & assigning transportation vendors based on

client demands and service requirements

. Met all internal & external customer requirements through

efficient, profitable, and timely

movement of freight. Answered an average of 50 calls &

logged time sensitive data into PC.

Position Technologies, Geneva, IL

2004-2005

Search Engine Optimization (SEO) Analyst

. Reviewed client submittals of their Websites, completely

eliminated hidden texts, adult content

material, gambling affiliation, broken web links and

spam. Reviewed HTML programming.

. Re-filtered approved Websites periodically to assure these

systems had good and useful data.

Wickes Furniture, Carol Stream, IL

2003-2005

Customer Service Representative

. Responded to an average of 60 calls in a call center

environment, regarding delivery dates, changes or

damaged goods.

. Consistently resolved issues with angry clients through

effective interactions between company personnel and

clients. Placed orders with Vendors and proactively ensured

positive service.

Keystaff (Jackson-Hewitt), West Chicago, IL

2002-2003

Customer Service Representative

. Interpreted in Spanish with customers, who needed

assistance with filing income tax returns.

. Answered inquiries, set up appointments, and submitted tax

return documents for IRS records

Spherion (Castle Metal), Franklin Park, IL

2001-2002

Help Desk Analyst

. Provided on-site & remote phone support to company

personnel in the following areas: PC

software applications, desktop hardware, network, and data

communications.

. Managed service requests including classification,

assignment, tracking and resolution using Heat

ticketing system. Reset user passwords and permissions,

Ghost imaging and installation.

. Implemented to company policy and procedures within the

IT Department.

Florists' Transworld Delivery, Inc., Downers Grove, IL

1999-2001

Support Specialist

. Provided remote access support in a call center environment

to over 500 clients nation wide, on a variety of

complex technical and accounting issues.

. Recorded, monitored and distributed cases via the Heat

ticketing system.

. Maintained an ongoing contact with florists to assure a

100% customer satisfaction on the

status of their computer problems as well as their eventual

resolution.

National Support Center, Naperville, IL

1996-1999

Technical Support Representative

. Certified by employer to support 3COM hardware and

software.

. Monitored the status of cases to ensure quality of service

and taking appropriate action when service failed by

complying with departmental standards within a call center

environment.

. Provided first level support to end users working with

desktop and laptop computers, averaged 60 calls per day

logging client information into Scopus ticketing system.

EDUCATION

Robert Morris College, Aurora, IL

2008

. Computer Networking Major

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